Boca a Boca Marketing
Marketing ” word of mouth” as it is known in Latin America, word-of-mouth in Spain, ( Word of Mouth Marketing is a technique that consists of passing information through verbal media, especially recommendations, but also general information, in an informal and informal manner.
Word of mouth promotion is highly valued by sellers. It is felt that this form of communication has valuable credibility because of the source from which it comes. People are more inclined to believe the word of mouth than more formal forms of promotion because the communicator is unlikely to have a subsequent interest (e. g., he is not trying to sell you something). People also tend to believe people they know. That’s the secret of their success.
When a person makes a recommendation for a product, service or business, they are unwittingly pawning their own reputation by doing so. For this reason, you should generate enough trust in your customers to make them talk well about you, your products and services, with absolute certainty that you will not fail them, will not make them look bad. Ultimately, people have nothing to gain by giving a recommendation other than the appreciation of the person who receives it.
Here are some recommendations you can use to encourage word of mouth marketing:
Strategies to have results with word of mouth marketing
Provide exceptional service
Exceed your customers’ expectations. Don’t be satisfied with just offering the service for which you were paid, give a little more. If you surprise your customers with superior service, they will surely arrive at your home and discuss it with family, friends and related people. Sometimes just an extra detail can achieve the desired effect. Think about yourself as a customer and remember which businesses or products you have recommended to your friends and why, this will give you ideas where to start. For example, if you are an appliance installer (refrigerators, stoves) offer your customers to remove the old one if it is defective and don’t forget to leave the work area clean as it was before you did your job.
Train your staff
In order to always provide good customer service, this is essential. Establish processes for each situation, so that good service will not depend on the humour of its employees, the staff must always provide detailed information about their product, characteristics, guarantees, etc., but above all their staff must always be willing to answer the questions of their customers, provide the information requested, make recommendations, and above all to provide a smile. Build that great experience of customer service. It is important to remember that you are responsible for keeping your staff motivated and providing feedback on their performance.
If you are willing to become known as the store that provides your customers with a cup of coffee or hot tea in winter, your generosity will do wonders for your word of mouth marketing strategy. Surely your customers will comment on the matter and this will generate more visits to your business and therefore more sales, you will ultimately recover the extra expense and get more revenue.
Add something special to your store or shop that makes people comment on it, if you have an eye-catching, avant-garde decoration, something different in its construction, architecture or decoration, it will give you something to talk about. His creativity is the limit. Remember to maintain good taste, the goal is to generate good recommendations, not murmurings, or criticism of rejection.
Finally, for this to work, you must let it flow naturally, don’t talk about the cup of coffee you offer in your promotions or advertisements, let your customers do the work. It is good to add that verbal advertising (tag_strong or Word of Mouth is intimately linked to all forms of marketing. This is because verbal recommendations can come from any part of your marketing strategy. If you have a funny TV ad on the air, one person will tell another to look at your ad. You did not explicitly ask for that verbal recommendation, it came naturally from one of your other marketing vehicles.